Understanding Reviews
Why is Motorway introducing dealer reviews?
We believe transparency is good for everyone in the marketplace. We want to give dealers feedback from sellers on where they have provided a good experience and where they need to improve, where things haven’t gone well. Many dealers in our early pilots told us they weren’t aware of poor experiences they’d caused, and were grateful to find out.
Who can leave a review, and when?
Only sellers who have accepted an offer from a dealer on the Motorway platform can leave a review. A review invite is triggered automatically after a winning bid is accepted or after a vehicle inspection has been completed. This means every review is from a genuine, verified transaction, not an anonymous member of the public.
Can I leave a review of the seller?
We have built a similar reviews flow for dealers to be able to give feedback on how the sale went, including giving your thoughts on the seller. This can be for any sale that you would like to flag to us whether the seller has reviewed you or not. You can find this by clicking on the “Rate a Sale” button in the top right of your reviews dashboard. Or clicking on this link: https://motorway.typeform.com/to/OdTRo2Pr
Can a seller leave more than one review for the same transaction?
No. Each seller may submit one review per transaction only. This ensures reviews are fair and cannot be manipulated by repeat submissions.
Can a seller remove or change a review after submitting it?
If a seller wants to remove a review they have already submitted, they need to contact Motorway directly via Escalations. Sellers cannot edit or remove their own review unilaterally; all requests go through us. Dealers should never contact sellers directly to request this.
What are sellers asked in the review form?
Sellers are asked to rate and comment on their overall experience with the dealer, covering areas such as communication, professionalism, transparency during the transaction, and how the dealer handled the inspection or collection. The form is designed to be straightforward and quick to complete.
What Dealers Can See
Where can I find my reviews?
When you log into Pro, click on Dashboard in the main navigation, then reviews should be displayed at the top of the metrics dashboard, you can click “View More” to get to the full reviews page.
What will I be able to see in my review dashboard?
Dealers can see their average rating over 6 months, trend charts of review performance and a feed of individual seller reviews with dates. Dealers will be able to see their overall aggregate star rating and a trend chart showing how their rating has moved over time.
Will I be able to see who left a specific review?
Yes you can see VRM applicable to the review.
When will I start seeing reviews on my account?
We are rolling out access to reviews in stages, and you will be notified when reviews are live on your account.
Will my reviews be visible to sellers before I can see them myself?
No. We will not be sharing reviews with sellers at this time.
Disputing a Review
What should I do if I think a review is unfair or inaccurate?
You can raise a formal dispute by clicking on the flag icon of an applicable review in the feed and telling us the reason for flagging. You have 72 hours from the point the review was submitted to do so. When you raise a dispute, you must provide a reason and a comment, empty or anonymous flags will not be accepted. Once submitted, the review will be hidden from your dashboard while we investigate. For more information, please see our Motorway Dealer Reviews Policy
What are the valid reasons for disputing a review?
There are three accepted grounds for dispute: (1) the condition of the vehicle was not as described; (2) the review relates to a complaint about Motorway rather than the dealer; or (3) the review contains factual inaccuracies that can be evidenced. Disputes based purely on disagreeing with a seller’s opinion will not be upheld.
How long does the dispute process take?
Our Dealer Governance team will review your dispute and any evidence submitted. If we need additional information from you, we will be in touch within 72 hours of receiving your dispute. Outcomes are communicated to you as soon as the investigation is complete.
What evidence should I submit with a dispute?
The stronger your evidence, the better. Useful evidence includes: time-stamped photographs of the vehicle, GPS or location data, platform message history between you and the seller, inspection reports, or any other verifiable records relevant to the specific claims in the review. Evidence should directly address the reason for your dispute.
What happens to the review while my dispute is being investigated?
The review is marked as flagged in your dashboard and won’t contribute to your average rating as soon as you submit your dispute. It remains flagged throughout the investigation. If your dispute is declined, the review will be reinstated. If upheld, it will be removed from your score permanently and be shown in the removed section of your dashboard.
Can I contact the seller directly to discuss the review or ask them to remove it?
No. Dealers must not contact sellers for the purpose of disputing, pressuring, or influencing a review. Any dealer found to have done so will face immediate action. All disputes must go through the formal Motorway process.
What if my dispute is declined? Can I appeal?
If you have additional evidence that was not considered during the initial investigation, you may submit it within 48 hours of receiving the declined outcome. Motorway’s decision on whether to remove a review is made at our sole discretion based on the evidence available.
What Can and Cannot Be Removed
What kinds of reviews will Motorway remove?
We will remove reviews that: contain profanity, hate speech, or threatening language (including content not caught by our automated AI filter); reveal personal information such as names, phone numbers, or addresses; contain provably false factual claims; are aimed at the wrong dealer due to seller confusion; relate entirely to a justified price adjustment; or are clearly directed at Motorway rather than the dealer.
Will you remove a review just because I disagree with the seller’s opinion?
No. Reviews that reflect a seller’s genuine subjective experience will not be removed. This includes opinions on your communication style, professionalism, responsiveness, or how price negotiations were handled. These are exactly the kinds of views that help sellers make informed decisions and help you understand how to improve.
Impact on Your Account
What happens if I have a lot of negative reviews?
Dealers with consistently poor reviews will be flagged for proactive outreach from Dealer Governance. We will use the specific themes in your reviews to guide improvement conversations. The goal is to help you get better, not to penalise you. We have already seen from our early pilots that many dealers, once shown their reviews, are motivated to make changes.
Support and Next Steps
Who should I contact if I have a question about a specific review?
For questions about a specific review or a dispute outcome, please contact the Dealer Governance team through your usual Motorway support channels. Your Account Manager is also available to help you understand your overall review performance and what steps you can take to improve.
Can I opt out of the review system?
No. The seller review system applies to all active dealers on the Motorway platform. It is a core part of how we ensure marketplace quality and transparency for sellers. We believe it is in every dealer’s long-term interest to participate.